Senior Manager, Customer Success Manager Enablement

About This Role

Join us as we work to create a thriving ecosystem that delivers accessible, high\-quality, and sustainable healthcare for all.

Position Summary

The Senior Manager, CSM Enablement, is responsible for developing and implementing a strategic, scalable framework that empowers Customer Success Managers to deliver exceptional customer value. This role serves as the strategic engine behind how we enable, elevate, and operationalize excellence across the CSM organization.

In addition, this role designs programs, tools, and learning environments that strengthen core CSM capabilities, including product knowledge, customer engagement, adoption strategy, and relationship management, ensuring CSMs are equipped to drive renewals, customer satisfaction, long‑term value, and consistent customer outcomes.

Building on a deep understanding of CSM workflows and customer expectations, the Senior Manager plays a pivotal role in enhancing service delivery quality, driving consistency, and establishing high‑quality standards across the Customer Success function. This includes defining what “great” looks like for a CSM and creating the metrics, scorecards, coaching models, and quality frameworks that enable leaders to measure, coach, and improve employee performance.

This position is also responsible for championing a culture of continuous learning and operational excellence by using data‑driven insights, customer signals, performance analytics, and cross‑functional collaboration to inform priorities and decision‑making. The Senior Manager partners closely with CS Operations, Product, Support, Onboarding, Enablement, and other CS leaders to align initiatives, streamline workflows, and remove friction so CSMs can operate at their best.

Reporting to the Senior Manager of Customer Success Enablement, the CSM Enablement leader adopts a people‑centric, insight‑driven approach to building developmental experiences, strengthening processes, and driving innovation that supports CSM effectiveness and elevates the overall customer journey. This role is ideal for a forward‑thinking strategist who is passionate about people development, operational quality, and creating training and systems that scale.

Responsibilities include but are not limited to

30 % CSM Enablement Strategy

Build role\-based learning paths, onboarding programs, and continued skill development tracks

Develop strategic playbooks for adoption, relationship management, customer engagement, and product excellence

Create scalable training materials, resources, and knowledge assets

Partner with cross\-functional teams to ensure content accuracy and alignment with organizational priorities.

20% Quality and Performance Excellence

Develop quality standards, competency models, scorecards, and coaching frameworks

Build mechanisms for measuring execution quality across customer touchpoints

Enable CSMs with tools to coach consistently and effectively

Collaborate with CS leaders to tie performance expectations to business outcomes

20% Continuous Learning and Improvement

Lead workshops, feedback loops, and ongoing skill\-building opportunities

Facilitate knowledge\-sharing across the CSM community

Maintain and evolve the CSM knowledge base and enablement library

Identify gaps and proactively deliver solutions that improve team effectiveness

15% Data\-Driven Decision Making

Analyze performance data, workflow insights, customer signals, quality trends, and training adoption

Use insights to prioritize enablement initiatives and recommend targeted interventions

Provide leadership with reporting and storytelling that demonstrates impact

Ensure visibility into success metrics and opportunities for improvement

15% Cross\-Functional Leadership and Alignment

Align enablement efforts across Product, Virtual Training, Sales and Marketing, Onboarding, and CSM Operations

Collaborate to maintain consistent messaging, processes, and expectations across the customer journey

Influence without authority to drive adoption of best practices and operational improvements

Education, Experience, \& Skills Required

Bachelor’s degree and a minimum of 8 years working in SaaS, FinTech, healthcare tech, and/or customer\-facing operations roles

Minimum of 5 years in an enablement, operational excellence, or CSM leadership role

Demonstrated success building large\-scale enablement programs or quality frameworks

Strong analytical capability with the ability to translate insights into meaningful action

Experienced in program management and using tools such as LMS platforms, project management systems, and data visualization tools

Skilled communicator capable of influencing across teams, engaging stakeholders at all levels, and presenting to senior leadership

Comfortable defining frameworks, content, processes, and scalable systems

Experience improving workflows and enabling teams through operational clarity

Ability to thrive in a fast\-paced, dynamic environment and manage multiple priorities effectively

Proficiency in Microsoft Office Suite: Excel, PowerPoint, Word, Outlook, OneNote and additional support tools: Teams, SharePoint, Salesforce, JIRA, and Tableau

Effective time management, logical problem solving and analytical skills with demonstrated attention to detail

Behaviors and Abilities Required

Strategic Thinker : Inspires the team with a compelling vision for CSM enablement excellence. Demonstrates confidence in leading change and setting the tone for the organization.

Analytical and Insight Driven : Uses data to diagnose problems and drive strategy. Comfortable interpreting complex data and identifying trends or patterns. Balances technical expertise with a big\-picture view.

People \- First Leadership: Energized by coaching, elevating others, and building capability.

Collaborative Influencer: Thrives in cross\-functional environments with matrixed stakeholders.

Customer Focused: Keeps customer value and outcomes at the center of every initiative

Resilient and Adaptable : Comfortable navigating change and guiding others through it.

Highly Organized : Manages multiple projects, timelines, and stakeholders with ease.

Growth Mindset : Open to learning new approaches and improving upon existing practices. Encourages the team to take risks and learn from mistakes.

Travel required (on a voluntary basis), up to 10%, and may include organizational meetings and conferences

Expected Compensation $114,000 \- $194,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job\-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package \- depending on role eligibility, we offer both short and long\-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high\-quality, and sustainable healthcare for all.

Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do\-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission\-driven problem\-solvers with a deep desire to achieve our vision and make our time here count. Our award\-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high\-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

We also encourage a better work\-life balance for athenistas with our flexibility. While we know in\-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full\-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal\-opportunity